Trending Articles

What's in Your #CX Budget?

CX Journey

Image courtesy of Pixabay What's in your customer experience strategy budget? Traditionally, customer experience professionals have no budget.

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Note: This article is part of our ROI Matters series , which explores the value of research ROI to C-suite executives and leaders in product innovation , customer experience, marketing and customer insight. . It’s not enough to treat the symptoms of an illness—you need to understand the cause.

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Are Moments of Truth Really Worth All The Fuss?

Steve DiGioia

how a single interaction can ruin the entire customer experience This original article was written by Steve DiGioia.

Customer unhappiness and how to create it. A masterclass by Emirates


Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction.

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Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

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CEX Leadership – Walk a Day in the Shoes of Your Staff - Transforming the Customer Experience

Kristina Evey

Walk in the Shoes of Your Staff. CEX Leadership Tip – Walk a day in the shoes of your frontline staff. So many leaders fight this, but the single most effective way to truly engage with staff and customers is to literally do their job with them.

The desire to make a difference in creating a customer-oriented culture – an interview with Kathy van de Laar


This year, Ian Golding (that’s me), will officially become the author of a book. A lifetimes ambition, I am beyond excited!! However, I would never have got to the point of being on the brink of achieving my ambition without the support of many people.

The Future of AI is Here! Are You Making It Meaningful?


Dear future robot overlords, Please read this first. I’m on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie. What a great time to be alive!

Social Proof: How Online Reviews Influence Customers


A woman reads several online reviews on Google about a new restaurant in town. Most of the reviews are positive. Each reviewer raves about the food, highlighting the duck fried rice. The woman makes a reservation. Today, consumers go online to find out what other consumers saying about businesses.

Customer Experience Transformation in Telecoms

Transforming CX: Critical success factors mobile operators are looking for.

Business Sustainability Infographic

Michelli Experience

__. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Follow on Twitter: @josephmichelli. Save Save.

Top 5 Automation trends in the Contact Center


Creating Customer Service Training Videos to Onboard New Recruits


The dead zone —this was how Gary, my team lead and Kayako’s Support Manager, described the first few hours of my shift. It’s a 2-hour period when the Day team have yet to rise while the Night team have signed out for the day.

Holidays, Birthdays and More – 20+ Letters to Customers for Special Occasions


There is no one right day (or way!) to send a letter to a customer. However, holidays and special occasions can be a great opportunity for your business to reach out. Holiday letters are an excellent way to keep customers up-to-date, send out promotions, and show customers you care.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Are You Staffing the Front Line with Experts?

Wired and Dangerous

A quick trip to any museum not only provides an interesting picture of yesteryear, it reveals an instructive barometer on the ways we have changed. What would go in a Service Museum and what would it tell us about the ways customers have changed?

Why Does Your Proprietary CX Not Match Up With Benchmark Studies?


One of the questions clients ask us “Why don’t our proprietary CX scores not match up with our benchmark studies?” It’s a valid question. There can be a perception they should move in lock step. Over the next few weeks we’ll investigate as part of our CX expert series why this isn’t always the case.

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X Marks the Spot – Find Hidden Treasure by Minimizing Your Non-Responders.

CX Chronicle

We recently worked with a client that had an unusually low response rate for their Relationship Survey. The survey wasn’t long (approximately 25 questions) and there was minimal drop-off once someone began the survey. So, we were stumped as to why we were only seeing a 2% response rate. After digging a little deeper, we found that many of the potential respondents had never even opened the email invitation. When they did, the rate of participation was high (40+%).

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Business Sustainability – Convenience, Speed, and Choice

Michelli Experience

In my house, we called it “Torture Us” as a synonym for Toys “R” Us! Goodbye Toys “R” Us and Hello Your Sustainability. The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those other experiences when the store served as a wonderland of possibilities. Since my children enjoyed the heyday of Toy “R” Us – they (like most adults of that era) were Toys “R” Us kids.

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5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

How to Write Powerful B2C Sales Letters and Emails, with 7 Real-Life Examples


Imagine this: two sales letters are sent out to the same customer from two different companies. Both companies offer a product that fills the same need and send the letters on the same day of the week.

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2018 Service Design Award — Call for Entries!

Kerry Bodine

As head of the jury for the Service Design Awards, I’m proud to stand behind the outstanding and inspirational 2017 winners, and I look forward to welcoming our 2018 submissions.

What Drives Loyalty Really? Do You Want a Car with Four Wheels or Good Service?


Everybody who conducts surveys and collects customer feedback with the objective of measuring or improving Loyalty or Customer Satisfaction will at least consider “identifying drivers”, if not executing a method to do so.

How Much Is Saved In Outsourcing To Philippine Call Centers?

Magellan Solutions

The Philippines is one of the top countries when it comes to outsourcing and offshoring. This is because call centers in the Philippines are much cheaper compared to other countries, especially those in the United States and European countries.

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.

New Tech: Transportation Technology And The Self-Driving Economy

Forrester's Customer Insights

Less than a year ago, my colleague Laura Koetzle and I published a report on the transformative effects of autonomous vehicles on the global economy.

[Webinar] How to Stop the CSat Nosedive with Chat


If you haven’t yet seen our 2018 Live Chat Benchmark Report, now’s the time to join our live webinar on March 28, 2018 and take a look. The report for this year showed some startling findings – and one of the biggest is that Customer Satisfaction is falling. Register Now.

5 Steps To Mapping The Customer Journey

Kerry Bodine

Wondering how to map the experiences that your customers currently have with your organization? Follow these five steps. HYPOTHESIZE about the experience you currently deliver.

Embracing Technology in CX


Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies.

5 Customer Satisfaction Templates You Can Use Right Away

Begin or improve your customer satisfaction program with these 5 ready to use templates.

How Swanson Health Products Used Stella Connect to Reduce Agent Attrition by 25% in a Single Year


Contact center attrition is an expensive problem for customer service leaders. The cost to hire and onboard a new agent can be upwards of $15,000, and there is always a risk to the brand as new agents come up to speed.

Avoid These Top CX Misconceptions

Forrester's Customer Insights

To provide great CX reliably and efficiently, companies must master the six competencies of customer experience management (CXM): research, prioritization, design, enablement, measurement, and culture.

Being In Service To Customers: An Exclusive Interview with Mr. Shekhar Kulkarni, Head, Supply Chain Management, Saint Gobain Gyproc India Ltd

Customer Guru

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally.

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On Resistance To Change

Kerry Bodine

“Give me an example of a company that’s made a complete turnaround to embracing their customers.” This request always makes me chuckle. I wish I had an answer, I really do.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers?